What are the responsibilities and job description for the Gift Shop Representative position at Houston Methodist?
Overview
At Houston Methodist, the Gift Shop Representative position is responsible for ordering, receiving, stocking and inventory of specified merchandise as assigned. This position assists customers with merchandise and operating registers when needed. The Gift Shop Representative position answers the telephone and assists customers with phone orders, performing other duties as assigned by management. This position will ensure the department's patient, visitor and customer interactions are in accordance with Houston Methodist's ICARE values of integrity, compassion, accountability, respect and excellence and established standard operating procedures which includes all staff providing unparalleled patient care and customer service in a timely, professional and safe manner.Houston Methodist Standard
PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.HOUSTON METHODIST EXPERIENCE EXPECTATIONS
- Provide personalized care and service by consistently demonstrating our I CARE values:
- INTEGRITY: We are honest and ethical in all we say and do.
- COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
- ACCOUNTABILITY: We hold ourselves accountable for all our actions.
- RESPECT: We treat every individual as a person of worth, dignity, and value.
- EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
- Practices the Caring and Serving Model
- Delivers personalized service using HM Service Standards
- Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
- Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience
- Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job
- Actively supports the organization's vision, fulfills the mission and abides by the I CARE values
Responsibilities
PEOPLE ESSENTIAL FUNCTIONS- Promotes a positive work environment and contributes to a dynamic, team-focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.
- Receives and greets visitors and telephone calls in a professional and courteous manner and handles general inquiries timely and professionally.
- Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.
- Assists in merchandise selection from vendors and catalog sales.
- Wraps gifts. Delivers flowers and gifts when needed.
- Contributes to meeting/exceeding department and organization targets for patient satisfaction measures.
- Displays merchandise in attractive and effective manner.
- Performs light dusting and straightening of merchandise to ensure safety for guests.
- Actively participates in organizing the work flow, problem-solving, and managing multiple ongoing priorities with minimal supervision.
- Identifies and escalates issues and opportunities for improvement. Follows up on action items to ensure completion of assignments. Contributes towards improving department/hospital quality and safety scores.
- Checks in and prices merchandise in a timely manner. Restocks merchandise as needed.
- Operates registers as needed. Close out cash registers.
- Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.
- Offers innovative solutions through participation in performance improvement projects and activities.
- Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.
Qualifications
EDUCATION- High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
- Two years of retail experience, preferred
License/Certification
LICENSES AND CERTIFICATIONS - REQUIRED- N/A
KSA/ Supplemental Data
KNOWLEDGE, SKILLS, AND ABILITIES- Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
- Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
- Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
- Has a working knowledge of calculators, copiers, fax machine, computers
- Ability to work with peers in a team situation
- Strong organization skills and detail-oriented nature
- Professional handling of exposure to confidential/sensitive information
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
- Uniform No
- Scrubs No
- Business professional Yes
- Other (department approved) Yes
ON-CALL**Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
- On Call* No
TRAVEL****Travel specifications may vary by department**
- May require travel within the Houston Metropolitan area No
- May require travel outside Houston Metropolitan area No
Company Profile
Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.
The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.
